Item $23$

How much the top managers support a change and how capable employees are of handling a change are important considerations of

Item $21$

A local delivery service has encountered a wave of customer complaints because its drivers often get lost when attempting deliveries, causing the deliveries to arrive late. The drivers have resisted using GPS systems, claiming they know their territories, but managers are now strongly encouraging the use of GPS in response to the increased level of customer complaints. Which stage of Lewin$$s change model is occurring at the delivery service company?